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| Author: | Lam, S. |
| Title: | Assessing the validity of SERVQUAL: an empirical analysis in Hong Kong |
| Journal: | Asia Pacific Journal of Quality Management
1995 : VOL. 4:4, p. 33-40 |
| Index terms: | BANKING HONG KONG MEASUREMENT |
| Language: | eng |
| Abstract: | The service quality measurement scale (SERVQUAL) has been used widely in research to measure quality of service. This paper demonstrates the use of the SERVQUAL instrument for measuring and analysing service quality data and to examine the validity, reliability and predictive validity of SERVQUAL using data from retail banking in Hong Kong. The author indicates that SERVQUAL appears to be a consistent and reliable scale to measure service quality. However, the proposed five dimensions of SERVQUAL are not confirmed. Perceived service performance generally falls short of expectations except in the physical elements of service quality. |
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